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Coronavirus (COVID-19) Update

Coronavirus (COVID 19) Updates

We're Here To Help

To our customers, we would like to extend our thoughts to you at this extremely difficult time. It's a very challenging time for us all and we will do everything we possibly can to help. We understand that you placed your trust in us and we want to reassure you that your booking, as well as the money you have paid to date, is safe. We take pride in the sustainable way in the way we run our business, having over 15 years experience in the industry; we don't expect that to change any time soon. This is a family business with a big heart and we look forward to working with you on your upcoming events.

We felt it necessary to put together some information as a way to provide more clarity in the unprecedented time.  We offer a very personal service, with a small number of very dedicated staff; and we take pride in our ability to be as flexible as humanly possible. It's what sets us apart.

We all find ourselves in a difficult situation at the moment and we would like you to know that we are here for you. We are handling a large number of events which we have no choice but to postpone in the coming three weeks or so. The only thing we can ask of you right now, is this: Please be patient with us; on reduced staffing levels we are helping to rearrange literally hundreds of event and are dealing with these by date. But we will get to you very soon. You may also refer to the section regarding postponement a little further on. We are rescheduling many events with extremely flexible terms, we believe this is a great option for you.

Please rest assured that your event is extremely important to us. We look forward to working together in the coming days and weeks to get everything sorted. We have put together some important details in the remainder of the page. Please take time to read and try, where possible, to only contact us in line with the 'When To Contact Us' section.

What Actions Are We Taking Now? 

To protect our business we have taken the decision, as many have, to temporarily reduce our staff numbers. As a result, response times may be slower than usual. But rest assured, we're still open and ready to get all Coronavirus issues dealt with as promptly as possible; trying as best we can to maintain the excellent level of customer service which you rightly expect at this difficult time.

There are a few key things we're doing right now: 

  • Providing a clear and consistent policy, as best we can.
  • Publishing updates on this page as frequently as possible.
  • Maintaining regular contact with customers, in order of priority by event date.
  • Answer all queries as quickly as possible - average response times are around 24-48 hours.
  • Seeking expert advice, to ensure our actions are the right ones.
  • And finally, we politely ask you to avoid contacting us unless absolutely necessary. Please see 'When To Contact Us' below. 

When To Contact Us 

We are currently experiencing high volumes of queries from our customers, at a time where we have less staff than usual, so please follow this guidance as best you can. In light of this, the best way to communicate with us, at least temporarily, is via email. Phone lines are still active, but we would ask you to avoid calling at this time, unless a time has been scheduled by email first. We might not reply as quickly as we normally would, but please do bear with us and we will ensure we get round to everyone as swiftly as possible.

Importantly, please review our 'Coronavirus Policy' section to work out your banding, and get in touch using the guidance below: 

  • Band 1: We are contacting all band 1 event organisers to discuss your intentions as soon as possible. 
  • Band 2: Please get in touch with us via email if you'd like to discuss any amendments to your event.  

Our Current Coronavirus Policy


Due to current Government advice and our analysis of the 'Our Plan To Rebuild' document published by the Government, we have the following policy in place to deal with bookings affected by Coronavirus. 

The current guidance means that any events that are booked for dates on or before the weekend of 3rd July 2020 are unlikely to go ahead, due to the fact that the vast majority of the hospitality industry - including accommodation providers, bars & clubs, restaurants and activity providers - will be unable to open until, ' earlier than 4 July.'

Step 3 of the Governments strategy is the key focus of attention for most of our events, because it affects the majority of the hospitality & leisure industry, on which we all depend. The Government has advised that, 'The ambition at this step is to open at least some of the remaining businesses and premises that have been required to close......including personal care (such as hairdressers and beauty salons) hospitality (such as food service providers, pubs and accommodation), public places (such as places of worship) and leisure facilities (like cinemas).'  The advice goes on to say that the re-opening of such businesses is dependent on their ability to, ' the COVID-19 Secure guidelines'; and that 'Some venues which are, by design, crowded and where it may prove difficult to enact distancing may still not be able to re-open safely at this point.

Whilst the guidance is still somewhat vague, it's impossible to have it any other way. The grim reality is that we're in a time of massive uncertainty and it's largely a waiting game; to see what happens next and to pray that the short term lifting of restrictions is successful. The most sensible approach we feel, is to be guided by the policy of our suppliers. Each individual supplier will be going through a process of updating their coronavirus policy and they are best placed to advise us about whether they are able to re-open and on which date at the earliest. This will guide us about the potential for each event to go ahead or not.

Band 1: Events which are due to scheduled to take place up to and including Sunday 5th July 2020 

The current Government guidance means that any events within this period are unlikely to go ahead, due to the fact that the vast majority of the hospitality industry - including accommodation providers, bars & clubs, restaurants and activity providers - will be unable to open until, ' earlier than 4 July.'

We feel it's necessary to begin the process of amending your event. We will be in touch shortly to discuss your intentions and the options available. Our objective is to get all events rescheduled to an alternative date and we have some very flexible terms; please see our postponement policy below.

Band 2: Events which are scheduled to take place on or after Monday 6th July 2020

Based on the current guidance it's impossible to say whether your event can or cannot go ahead at this stage. Whilst we can speculate and form our own opinions, the facts are the facts, nobody knows for sure. We will be guided by our suppliers and also discussions we hold with you about your event. The only thing we can say with certainty, is that you are more than welcome to move the date of your event in line with our postponement policy. If you wish to postpone your booking, please contact us with an alternative date so that we can check availability, via email. We have some very flexible postponement options, please see our postponement policy below.

Coronavirus Postponement Policy

What is postponement? Postponement basically means that we reschedule your event date to an alternative future date. The terms of postponement are extremely flexible and there are various things we can do to provide help & support to you at this difficult time. One such measure if to refund the balance payments, a way to get cash into your bank account when you most need it.

Who can postpone? You can postpone your event if your event falls into bands 1 or 2 in our Coronavirus Policy section above.

If you don't know the new date, don't worry - If your event date falls into band 1, you do not need to confirm the new date immediately. We can postpone your current arrangements and put your event in it's own little lockdown, until such time as you have agreed on the new date with the other group members. In most cases, there is no rush to confirm the new date. If you are in band 2 however, you do need to provide the new date in order to postpone your event. We cannot postpone your event without a new date.

How far ahead can I move the event? Any date in 2020 or 2021, 2022 if you prefer!

Will we lose money? By selecting postponement, we guarantee that you will not lose a penny - we will carry the full amount paid over to the new date.

Are there any additional charges? No. We will not charge you any amendment fees. But please do bear in mind that your selected new date may be subject to a price increase or decrease, based on things like hotel rates for example. We will provide proof of any such price adjustment for transparency.

When do we need to pay by? If you postpone, your payment dates will be updated. Normally the balance deadline is 35 days before you travel; so for example if you move to a date in May 2021, you will need to pay 5 weeks before that new date.

Regardless of your event date, it's worth starting a conversation with your group immediately and letting us know your intentions, whether postponement or otherwise.

If you have any questions whatsoever please let us know when you contact us.